IT Service Management (ITSM)

 

IT Service Management (ITSM) helps you automate, improve and increase IT efficiency.
You can easily configure and customize your IT 
consolidated processes:


Incident, Change, Release and Problem Management – all ITIL based processes.

 

Tickets management is available in multi-channels with an email integration, configurable agent workbench and a self-service portal that lets users log, track and even resolve issues.

 

IT Service Management also provides Knowledge base & FAQs management, service-level agreements (SLAs) management to ensure incidents and requests are properly serviced.

 

Incident Management

 

  • Log and manage tickets reported by IT or end users using multi-channel options (e-mail, mobile application, web-based, self-service portal).

  • Configure your IT life cycle process with your own statuses.

  • Track your incidents and automatically route them to the relevant resolution group.
    Manage escalations between tiers.

  • Define e-mail alerts to the IT teams and end users using e-mail templates.

  • Resolve tickets and prioritize them according to the defined SLA.

  • Attach knowledge base documents to reduce the number of incidents.

 

 

Self Service Customer Portal

 

  • End users can log tickets or request a new service using the self-service portal.

  • They can also track their tickets, requests status or even resolve their own issues, reducing the number of incoming phone calls to the help desk.

  • The Announcements feature can be used to communicate outages and planned maintenance to end users.

Service Level Management 

 

  • Document the service level agreement between IT and the organization - manage specific SLA for incidents and catalog requests.

  • Proactively manage the tickets at risk and avoid exceeding the SLA.

  • Automatically assign incidents and catalog requests to the handling group.
    Define the working days and hours, exclude holidays or none working days.

  • Pause the SLA when waiting for a user or a vendor.

  • Keep track of your SLA KPIs versus your commitments to the organization.

 

Knowledge Management

 

  • Create knowledge base items and FAQs to provide solutions and workarounds.

  • Make the knowledge accessible to end users, agents and technicians.

  • Attach the knowledge articles to service categories.

  • Expose the knowledge through self-service portal to empower the end users and reduce the time spent by the help desk to resolve tickets.

Change Management 

 

  • Manage standard, recurring and emergency changes and configure each according to your own change management life cycle statuses, roles and types. 

  • Configure the approval process to approve, comment or reject the changes.

  • Indicate what the impact is, attach a rollout and a rollback plan.

  • Review your planned changes in a calendar to avoid conflicts.

  • Communicate the changes to your end users to minimize impact.

  • Change management will help you analyze in advance how changes can affect your assets, minimize risks and avoid conflicts.

 

Problem Management  

 

  • Helps you prevent the reoccurrence of incidents and minimize problems caused by IT errors.

  • Use problem management to investigate the root cause of the incident and document the solution.

  • Analyze the effect of problems on the number of incidents caused as a result and those caused by a change.

  • Problems can be linked to incidents. 

Contact us

Israel Tel +972-9-8913134

info@thats-it.co.il

Singapore Tel +65.6210.2354

contact@athenadynamics.com

Our address

‏P.O.B 9069 Even Yehuda, 40500 Israel. ‏

© That’s IT Technologies

 ​Web design: www.wixandme.com

ITCC | IT CARE CENTER LOGO